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- Tasks: Manage incidents and service requests while ensuring top-notch customer support.
- Company: Join a fast-growing tech services provider with a dynamic team culture.
- Benefits: Enjoy hybrid working options and a competitive salary of £29,000.
- Why this job: Perfect for those passionate about IT support and delivering excellent service.
- Qualifications: ITIL Foundation Certification preferred; some experience in IT customer support is a plus.
- Other info: Must be eligible for Security Clearance with a minimum of 5 years UK residency.
The predicted salary is between 23280 - 34520 £ per year.
Service Desk Analyst
Location: Corsham
Contract: 12 months fixed-term – £29,000
An exciting opportunity has arisen for a Service Desk Analyst to join a fast-growing technology services provider. This role is ideal for candidates passionate about customer service, IT support, and service delivery excellence. You will be part of a supportive, dynamic team handling incident management, change coordination, and operational reporting.
Key Responsibilities:
- Log and manage incidents and service requests, ensuring full and accurate documentation.
- Assess and confirm priority levels, ensuring information is complete and up to standard.
- Dispatch tickets to the correct resolver teams and maintain clear ownership until resolution.
- Communicate effectively with internal and external stakeholders regarding incident updates, planned maintenance, and service interruptions.
- Coordinate scheduled and ad-hoc service tasks in line with operational priorities.
- Support reporting and change management processes.
- Contribute to monthly reviews, performance reports, and service metrics tracking.
- Collaborate with various internal functions to deliver contracted and ad-hoc managed services.
- Escalate service concerns promptly and maintain consistent productivity.
Requirements:
- ITIL Foundation Certification is highly desirable.
- Some experience in a service desk or IT customer support environment.
- An understanding of service desk procedures and ticketing systems.
- Enthusiastic and self-motivated with a genuine interest in service delivery.
- Strong communicator with professional telephone and written skills.
- Excellent problem-solving skills and ability to stay calm under pressure.
- Familiarity with change control and operational data centre tasks is an advantage.
Monday – Friday (09:00 – 17:30) with hybrid working options after training/probation.
Please note: you must be eligible for Security Clearance (minimum 5 years UK residency).
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Service Desk Analyst employer: Context Recruitment
Contact Detail:
Context Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarise yourself with ITIL principles, as having an ITIL Foundation Certification is highly desirable for this role. Consider brushing up on your knowledge of service desk procedures and ticketing systems to demonstrate your understanding during the interview.
✨Tip Number 2
Showcase your customer service skills by preparing examples of how you've effectively communicated with stakeholders in previous roles. Highlight any experiences where you managed incidents or resolved customer issues to illustrate your problem-solving abilities.
✨Tip Number 3
Research the company and its services thoroughly. Understanding their operational priorities and the types of services they provide will help you tailor your responses and show genuine interest during the interview process.
✨Tip Number 4
Prepare for potential scenario-based questions that assess your ability to handle pressure and manage incidents. Think about how you would prioritise tasks and communicate updates to stakeholders in a fast-paced environment.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support and customer service. Emphasise any previous roles where you managed incidents or worked with ticketing systems, as this aligns closely with the responsibilities of a Service Desk Analyst.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention your ITIL Foundation Certification if you have it, and provide examples of how you've successfully handled service requests or incidents in the past.
Showcase Communication Skills: Since effective communication is key for this role, ensure that your application reflects your strong written and verbal skills. Use clear and concise language, and consider including specific examples of how you've communicated with stakeholders in previous positions.
Highlight Problem-Solving Abilities: Demonstrate your problem-solving skills by including examples of challenges you've faced in previous roles and how you resolved them. This will show your potential employer that you can stay calm under pressure and effectively manage incidents.
How to prepare for a job interview at Context Recruitment
✨Showcase Your Customer Service Skills
As a Service Desk Analyst, your ability to provide excellent customer service is crucial. Prepare examples from your past experiences where you successfully resolved customer issues or improved service delivery.
✨Familiarise Yourself with ITIL Principles
Since an ITIL Foundation Certification is desirable, brush up on ITIL principles and how they apply to service desk operations. Be ready to discuss how you can implement these practices in the role.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss specific instances where you faced challenges in a service desk environment. Highlight your problem-solving process and how you maintained composure under pressure.
✨Communicate Clearly and Effectively
Effective communication is key in this role. Practice articulating your thoughts clearly, both verbally and in writing. Be prepared to explain technical concepts in a way that non-technical stakeholders can understand.
